IT Field Service Support

About the role

The IT Field Service Support serves as the first point of contact for end users seeking IT hardware and software support, ensuring that Würth companies can operate efficiently. This onsite position is based in the Würth Elektronik office in Watertown, SD and supports multiple Würth divisions globally under the direction of the Service Desk Manager. The role focuses on maintaining infrastructure and systems critical to a distribution center and office environment, including desktop PCs, printers, network equipment, software applications, and warehouse and supply‑chain technologies.

Responsibilities

• Provide first‑point technical assistance to end users via in‑person, remote, phone, and ticketing system support.
• Diagnose, troubleshoot, and resolve incidents or escalate according to established procedures and SLAs.
• Configure, implement, and maintain technologies managed by Würth IT for a local business partner.
• Support core business applications and a variety of IT systems, including Active Directory, Microsoft 365, VOIP, VPN, logistics/CRM software, Citrix, and printer services.
• Administer Mobile Device Management (MDM) software for phones, tablets, and handheld scanners.
• Procure, deploy, and troubleshoot hardware such as desktops, laptops, mobile devices, thin clients, printers, peripherals, and handheld scanners.
• Monitor and maintain networked printers and copiers.
• Assist with IT onboarding for new employees (account setup, hardware provisioning, system access).
• Create and maintain technical knowledge‑base articles for end users and the IT team.
• Document all actions, troubleshooting steps, resolutions, and time spent in the ticketing system.
• Maintain consistent communication with end users regarding ticket and project status.
• Promote and enforce IT security best practices and organizational policies.
• Deliver basic technical training and guidance to end users as needed.
• Support inventory and organization of hardware and software assets.
• Participate in cross‑functional projects and additional tasks assigned to meet team objectives.
• Utilize AI tools to enhance troubleshooting efficiency and productivity.

Requirements

• Must be available for on‑call support, including weekends, based on business needs.
• Willingness to travel up to 25 % of the time (including occasional overseas trips) for incident resolution, project tasks, preventative maintenance, asset inventory, and recycling.
• Physical ability to lift and move equipment weighing up to 50 lb and to stand, walk, bend, or carry IT hardware during setup and support activities.
• 2+ years of hardware troubleshooting and help‑desk support experience.
• Understanding of network technologies (LAN, WAN, Wireless, firewalls, routers, switches).
• Experience with MDM solutions such as Intune, XenMobile, ManageEngine, or similar.
• Excellent verbal and written communication skills with a high level of customer service.
• Ability to explain technical issues in non‑technical terms and manage multiple tasks while prioritizing tickets based on urgency, impact, and SLA requirements.

Qualifications

• Associate’s degree in computer science, information systems, or a related field (Bachelor’s degree preferred).
• CompTIA A+ Certification (preferred).
• ITIL Foundation Certification (preferred).
• Solid understanding of operating systems, Microsoft Office products, Active Directory, networking, mobile devices, printers, and related technologies.

Skills

• Strong problem‑solving, diagnostic, and decision‑making abilities.
• Proficiency in configuring, installing, maintaining, and upgrading computer hardware and software.
• Capability to create clear documentation and knowledge‑base articles.
• Effective collaboration with HR and other departments for IT onboarding.
• Adherence to IT security policies, including password management, data protection, acceptable use, and access control.

Schedule

This role requires on‑call rotations after hours, including weekends, and occasional travel up to 25 % of the time (which may include overseas trips). Extended onsite periods may be required based on business needs.